Stanley Steemer was clearly on the early IoT path as it strived to upgrade its field-level handheld device program. The company began exploring options that could support both iOS and Android operating systems, as well as deliver security-driven mobile device management systems. In the end, Stanley Steemer chose cross-platform-supported devices designed to leverage iOS or Windows in the future with minimal reworking, Junewicz says.
Specifically, the company adopted Samsung Galaxy Tab tablets that run on an Android operating system. The system runs a proprietary app built on top of the Microsoft Dynamics AX enterprise resource planning platform. Besides supporting the dispatch and maintenance of orders, maps and vehicle navigation, the app also supports electronic signatures, payments, receipts and printers, as well as video playback for training or up-selling at the customer site.
Stanley Steemer began piloting the new system in June at locations near company headquarters. By July the company pushed the technology into more markets, and the solution was available in all corporate markets by fall with the expectation of being completely rolled out to corporate markets by the end of 2015.
The app gives technicians directions on how to get to the job location, and what job is on the work order, Junewicz says. It also allows technicians to update work orders, collect credit and debit card payments, deliver electronic receipts and update their status throughout the day.
Automatic gains
As for gains from the technology, it all comes down to automation. For example, the company used to handwrite and print all receipts. By using networked handheld devices, the automated process has saved us $500,000 in hardware, paper and repairs associated with print devices, Junewicz says. This is a whole quantum leap of change from a technology perspective.
Depending on the field technician using the technology, automation eliminates between 15 and 20 minutes per stop, he says.
From a dispatch perspective, operations are now consolidated. In the past, we had 65 locations with their own dispatch center, he says. The adoption of mobile is consolidating this, as everything is run out of a single call center that supports a network that manages phone and voice traffic.
While it is difficult to determine a specific return on investment, many factors are delivering a lower cost of ownership. More modern software streamlines operations and delivers more benefits faster than the antiquated handheld technology system.
The company gained additional benefits by transitioning its previous rugged system to a consumer-grade device. The old device was less reliable, Junewicz says. If it broke down in the field, we lost time rebooting the system. The new device delivers more savings in terms of increasing efficiency and reliability.
As of December there were 800 devices being used by 220 franchises, and Junewicz says Stanley Steemer will continue delivering more systems to more franchises during 2016, including to those that never adopted the previous proprietary version.
The company is also expanding the functionality of the devices in 2016. Stanley Steemer plans to integrate video and content within the app to support training while technicians are on the road. It will also give technicians the opportunity to educate customers.
We also have an initiative to streamline our emergency water removal services, as well, he says. This will enable field technicians to track areas affected by flooding, for example, and report that information to insurance carriers and our back-end office.
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